The Modern Customer Podcast

The Modern Customer Podcast is a show exploring the intersection of customer experience, social customer service and content. We will also dive into related leadership topics. The show is hosted by Forbes contributor and customer experience strategist Blake Morgan and features guests that include practitioners, authors, influencers and other tastemakers.

Niels Aillaud, Head of Digital Marketing and Chief Digital Officer of Whirlpool knows the importance of customer reviews and takes them very seriously. Whirlpool, an American multinational manufacturer and marketer of home appliances, manages a wealth of solid brands such as KitchenAid, Maytag and many more—Aillaud is working to track all conversations about the various products and services within the Whirlpool portfolio. Whirlpool’s stock has been steadily increasing for the last almost 40 years. Clearly they are doing something right. Our guest today on The Modern Customer Podcast Niels Aillaud Niels Aillaud is responsible for Digital Strategy and Innovation for Whirlpool Corp. today. For the last 18 years, Niels has leveraged his deep understanding of technology and the evolution of consumer’s behavior to expand his clients’ success in the digital realm. Prior to Whirlpool, Aillaud was responsible for Global Digital Marketing at Logitech. Before that he led all digital marketing initiatives for LG Mobile, where he was the recipient of multiple awards (Webby, EFFIE, OMMA, Cannes Bronze Lyon).

In this podcast you will learn:

Whirlpool’s approach to social customer reviews How a to launch a company-wide data program Whirlpool’s approach to customer journeys